Terms & Conditions
PREAMBLE
These General Conditions of Sale and Use (CGVU) are intended to define the rules applicable to any user of the site www.madura.com (hereinafter “the Site”), by the company MADURA ONLINE (registered trademark).
BETWEEN:
The company MADURA ONLINE, simplified joint stock company (SAS) with capital of 400,000 euros, whose head office is located at 8 rue Tronchet, 75008 Paris, registered with the Paris RCS under number 522.420.025, subject to the value added tax regime no. FR4752420025, taken in the person of its legal representative domiciled in this capacity at said head office (Hereinafter “MADURA ONLINE”).
AND:
ANY USER OF THE SITE.
In the context of these General Terms and Conditions, the Client means any natural person not acting for professional purposes (hereinafter “the Client”).
The Customer who is an individual declares:- be of legal age and have the legal capacity to contract;
- or be an emancipated minor and have the legal capacity to contract.
The Customer declares to be domiciled in a country for which delivery is offered by the Site.
For the purposes of this Agreement, the user (Customer or not) and MADURA ONLINE will together be referred to as the “Parties”, individually the “Party”.
These General Conditions of Sale and Use (hereinafter the “CGVU”) govern all use of the Site and any purchase of Products made on the Site.
ARTICLE 1. PURPOSE
The General Terms and Conditions define the rules applicable between the user (whether or not they are a Client) and MADURA ONLINE for any use of the Site.
IMPORTANT:
The General Terms and Conditions only apply to purchases made on the Site. They do not apply to purchases made:
- in physical “MADURA” Points of Sale;
(This hyperlink refers to the General Terms and Conditions applicable to MADURA physical Points of Sale, in France, excluding wholesale, department stores, outlet/sales, etc.)
- in certain “MADURA” sales areas: wholesale, department stores, boutique outlet/ discount stores, franchise stores which have their own general conditions of sale;
- on online marketplaces;
- on the website of an authorized reseller;
which have specific General Conditions.
The General Terms and Conditions govern the different stages of the sale: from purchase/placing an order to delivery of Product(s).
Any purchase/any order of a Product via the Site implies the Customer's unreserved acceptance of the General Terms and Conditions in force at the time of their purchase/placement of their order.
MADURA ONLINE reserves the right to modify the General Terms and Conditions at any time. The applicable General Terms and Conditions are those in force on the date of purchase or placing of the order by the Customer.
MADURA ONLINE reserves the right to modify the General Terms and Conditions at any time. The applicable General Terms and Conditions are those in force on the Site on the date the order is placed by the Customer.
ARTICLE 2. PRODUCTS
The products offered for sale are those appearing on the Site on the day of its consultation by the Customer (hereinafter “the Product” in the singular, “the Products” in the plural). Each Product will be the subject of a descriptive sheet which will contain:
- the price,
- the size(s) and color(s) available,
- the composition, as well as the particular characteristics, if any.
The description is accompanied by a photograph and/or video and/or drawing. Minimal differences between a Product and its photograph/drawing or video may exist, depending in particular on the resolution and color definition.
MADURA ONLINE undertakes to inform the Customer before he pays for his purchases/places an order of the availability of the Product(s) he has selected as well as the delivery times, if the Customer wishes to benefit from the Delivery Service.
MADURA ONLINE undertakes to distribute Products that meet current regulations relating to personal safety and health.
ARTICLE 3. PRICE
3.1. VAT
Prices are indicated in euros, all taxes included (TTC), excluding delivery and customs charges (To find out more about how delivery costs are calculated, see articles 3.3 and 6.2 of the General Terms and Conditions) and excluding retouching costs (To learn more about retouching fees, see article 3.2 of the General Terms and Conditions).
The value added tax (VAT) included in the purchase price is that in force on mainland French territory at the time of validation of the order.
The prices applied are those communicated on the Site and confirmed to the Customer when validating the order.
3.2. Price of alterations
If the Customer wishes, MADURA ONLINE can put him in contact with one of its retouching partners so that he can carry out the desired retouching. The Client has no obligation to use a partner retoucher and is completely free to have any retouching carried out at his own risk by the person of his choice.The retouching costs of the selected MADURA ONLINE partner are communicated to the Customer before any purchase and are expressed all taxes included (TTC). These retouching costs are the responsibility of the Customer and are invoiced in addition to the sale price of the Products. Retouching is carried out by partner companies which is solely responsible for the services it provides.
Retouching times are communicated to the Client by the partner.
MADURA ONLINE thus puts the Client in touch with a professional partner retoucher.
MADURA ONLINE only has a role of providing contact and does not intervene in any way in carrying out the envisaged retouching(s) for which it cannot therefore be held responsible.
MADURA ONLINE has obtained from its retouching partners that they offer its Customers preferential rates.
As an illustration for the year 2023, the service provider TILLI offers -10% on retouching for any purchase made on the Site.
The general conditions of our retouching partners are available by activating the QR code reproduced below:
Their prices are subject to change and are indicated for information purposes only.
Important: Products that have been washed, retouched, transformed or even personalized are neither returned nor exchanged.
3.3. Delivery rate
Delivery costs are communicated to the Customer before any act of purchase/placing an order and are expressed all taxes included (TTC). These delivery costs are the responsibility of the Customer and are invoiced in addition to the sales price of each Product. The calculation methods are specified in article 6.2 of the General Terms and Conditions.
The transfer of risks of loss and deterioration of the Products takes place upon delivery and receipt of the Products by the Customer.
3.4. Pricing policy
MADURA ONLINE reserves the right to modify its prices at any time, but undertakes to apply the prices indicated in the Point of sale concerned at the time of purchase/placement of the order by the Customer, except in the event of a display error (v. article 3.5 of the General Conditions of Sale).
3.5. Display error
In the event of display of an incorrect, obviously derisory price (also called "low price"), whatever the reason (computer bug, manual error, technical error), the purchase/order - even validated by MADURA ONLINE - will be canceled, of which the Customer will be informed as soon as possible. The Customer can then, if he wishes, reorder at the corrected and exact price.
ARTICLE 4. TEMPORARY SPECIAL OFFERS
Special offers or promotional operations may be offered on the Site, their terms and conditions are specified in a dedicated section or tab.
Instagram game: Game valid only on the social network Instagram. The game consists of a draw among subscribers of the @madura page, who have commented on publications (called “posts”) incorporating a competition of the month. Participation in this game is free without purchase conditions. The draw is carried out at the beginning of each month among the participants of the previous month. The gain: voucher to be used on the Site using a personal and unique code, valid once and to be entered in the basket. The amount of the voucher is indicated in the post integrating the competition as well as in the information message sent to the winner following the draw.
Madura Pro: single-use codes valid on the Site, excluding current commercial operations and excluding Products in the Furniture category. Return costs:
- small furniture (including customs) are the responsibility of MADURA ONLINE;
- bulky furniture (including customs fees) are the responsibility of the Customer.
Affiliation code : exceptional offer valid exclusively on the Site: €15 from €100 purchase, excluding shipping and customs costs, valid during the period mentioned on the Site. The code must be indicated in a dedicated location in the basket. The code is for single use only. The discount granted appears directly in the basket.
ARTICLE 5. ORDER AND PAYMENT FOR PRODUCTS
5.1 Placing an order
The Customer materializes his order by carrying out the following five (05) steps:
Step 1 : Selection of the Product(s).
The Customer selects the Product(s) and adds them to their basket after selecting the desired size and color. The basket located at the top right of the screen informs the Customer that he has taken the selections into account by indicating the number of Products it contains.
When selecting the Product(s), the Customer is informed of the availability date of the Product (immediate or within a period which will be mentioned to him).
Step 2 : Checking the contents of your basket.
The Customer checks the contents of his basket by clicking on the basket icon in the upper right corner in order to access the summary of his order. The Customer can then withdraw or modify their order (modification of the quantity of Product(s) and/or deletion of Product(s)).
The total amount including all taxes (TTC) of your order distinguishes:
- on the one hand, the price due for the Product(s),
- on the other hand, delivery costs (excluding customs fees which are the responsibility of the Customer and are added to the sale price and delivery costs);
Step 3 : Validation of your basket. Once the order has been verified and, if necessary, modified, the Customer validates their basket in order to finalize their order by accepting these General Terms and Conditions and clicking on “ Validate the order ". If the Customer has an advantage code, reserved for the best Customers, or a code linked to a promotional operation, he must enter it in the space provided for this purpose in order to benefit from it.
Step 4 : Entering delivery and billing details by the Customer.
Fields marked with an asterisk (*) are required fields; it being specified that unless otherwise indicated by the Customer, the billing address will automatically be the same as the delivery address.
If the Customer has already placed an order on the Site, he has a customer account. In this case, he will identify himself only with his email address and password.
The Customer, after having verified all the information concerning him, will click on "validate" to continue his order.
IMPORTANT - Unless otherwise indicated by the Customer, the billing address will automatically be the same as the delivery address.
PACKAGE SIZE – Depending on the Product(s) ordered, the Customer is invited to provide any details in order to enable smooth delivery, with particular vigilance regarding bulky Products (tables, armchairs, sofas, etc.).
To find out more about delivery methods and large packages, the Customer is invited to read article 6 of the General Terms and Conditions.
Step 5 : Entering bank details.
- Immediate cash payment
The price of the Products purchased is payable in cash, in full, on the day the order is placed by the Customer.
The Customer will access a secure payment page.
Payment is made online by credit card (Blue Card, Visa, Eurocard/Mastercard/American Expresss) or via Paypal and Amex, at the time of validation of the order by the Customer.
The request for authorization to debit the card is made at the time of validation of the order on the Site, except in the event of unavailability of the servers.
The Customer must enter their bank card number, its expiry date as well as the three (03) numbers of the visual cryptogram reproduced on the back of their card, it being specified that in the event of payment by American Express card, the Customer must provide four (04) digits.
If the payment is accepted, the Customer is redirected to an order confirmation screen on the Site. The Customer has three (03) attempts to re-enter their bank details. At the 3rd refusal, the Customer will be redirected to a new page of the Site notifying them of the payment incident. The Customer will then be invited to contact the Customer Service to find out the reasons and seek a solution with them to finalize the order.
Transactions carried out on the Site are secured by the payment system of the partner, the company Stripe:
Stripe Payments Europe, Limited
The One Building
1 Grand Canal Street Lower
Dublin 2
Co. Dublin
Ireland
support@stripe.com
All information exchanged to process the payment is encrypted using the SSL (Secure Socket Layer) protocol. This data cannot be detected, intercepted or used by third parties. At no time does the Customer's financial data pass through the computer system of the company MADURA ONLINE.
MADURA ONLINE verifies that the connection with the Customer's browser is secure before sending the payment form to the banking institution carrying out the financial transaction.
As Stripe is a technical service provider, it does not handle disputes relating to orders which are processed directly by MADURA ONLINE as specified above or, where applicable, by the Customer's bank.
IMPORTANT - In the event of non-payment, an incorrect address or any other problem on the Customer's account, MADURA ONLINE reserves the right to block the Customer's order until the problem is resolved.
- deferred payment with “Alma”
Deferred payment by Alma assumes acceptance by the Client of the ALMA General Conditions of Use (CGU), accessible at the following link.
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Payment in installments with Alma
Payment in installments with Alma Installment/deferred payment is available via Alma. Payment security is ensured by Alma and its service providers. All payments are protected by 3D Secure.
Amount of purchases P1X: Only purchases between €100 and €6,000 are eligible for payment with Alma P2X: Only purchases between €100 and €6,000 are eligible for payment with Alma P3X: Only purchases between €100 and €6,000 are eligible for payment with Alma. P4X: Only purchases between €100 and €6,000 are eligible for payment with Alma.
Fees Alma is a telepayment manager and issues an electronic certificate which will serve as proof of the amount and date of the transaction in accordance with the provisions of articles 1316 et seq. of the Civil Code.
Termination |
5.2. Order confirmation
Upon acceptance of their payment, the Customer will receive an email confirming their order summarizing all the Products ordered, the billing and delivery addresses as well as the delivery date.
Validation of the order by the Customer and the order confirmation sent to the Customer by email following acceptance of payment constitute the conclusion of a sales contract between the Parties and acceptance of the General Terms and Conditions.
The Customer who has placed an order will have the possibility to print his invoice by connecting to the Site in the order tracking area provided for this purpose, or by requesting it from the Customer Service.
5.3. MADURA right of reservation
MADURA ONLINE reserves the right not to validate the order in the event of:
- abnormal order(s) (particularly with regard to the quantities ordered);
- abnormal or abusive claim(s),
- abnormal or abusive exchange(s) and return(s),
- existing dispute(s) and/or pre-litigation(s) with the Client.
5.4. Customer Service
The Customer Service of the Site is available to the Customer for any questions relating to his order. The Customer Service is available by email: eshop@madura.fr), and by telephone at 01.42.34.99.59, Monday to Friday, from 9:00 a.m. to 10:00 p.m. and Saturday to Sunday from 9:00 a.m. to 6:00 p.m.
5.5. Archiving the order
The order confirmation is recorded in the MADURA ONLINE records, which are themselves kept on a reliable and durable medium. The Customer accepts that the order confirmation is considered proof of the contractual relations between the Parties.
5.6. Fight against bank card fraud
The information relating to the order is subject to automated processing. The purpose of this automated data processing is to define a level of analysis of a transaction and to fight against bank card fraud.
MADURA ONLINE is the recipient of the data relating to any order. Failure to transmit data relating to an order prevents the completion and analysis of the transaction.
The occurrence of an unpaid due to fraudulent use of a bank card will result in the registration of contact details relating to the order associated with this unpaid within a file " payment incident ". An irregular declaration or an anomaly may also be subject to specific processing and/or measures.
IMPORTANT - Anyone who notices fraudulent use of their bank card is invited to contact the Customer Service to the following number: 01.42.34.99.59 from Monday to Friday from 9:00 a.m. to 6:00 p.m. or by email to the following address: eshop@madura.fr specifying in the subject: “URGENT: CB FRAUD”.
ARTICLE 6. DELIVERY
6.1. Delivery territories
MADURA ONLINE ensures the delivery of all of its products to mainland France (Corsica included), Belgium and Luxembourg.
It also ensures the delivery of its Products (excluding furniture and bulky products) to Spain, Italy, Austria, Ireland, Portugal, Germany, Switzerland, the Netherlands, the Czech Republic, Denmark, Estonia, Hungary, Latvia, Lithuania, Poland, Slovakia, Slovenia, Sweden, Bulgaria, Croatia, Cyprus, Finland, Greece, Malta, Romania, Iceland, Norway and the United Kingdom. Also, Guadeloupe, Réunion, Mayotte, Martinique, Saint-Barthélemy, Saint-Martin, Saint-Pierre-et-Miquelon, French Guiana, French Polynesia, New Caledonia, Wallis-and-Futuna, French Southern Territories.
Delivery and customs costs are the responsibility of the Customer.
6.2. Delivery costs
Delivery costs vary depending on the weight and volume of the Products selected.
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SMALL PRODUCTS / SMALL PACKAGES:
Territories concerned : Only in mainland France, Corsica, Monaco, Belgium, Luxembourg
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Chronopost Home |
Only for mainland France, Corsica and Monaco. 0 to 30 kg | Home delivery without signature | from €12.06 including tax Dispatch within 24 hours (excluding Saturday/Sunday and public holidays). |
| Colissimo Home |
From 0 to 01 kg | Home delivery without signature | from €06.90 including tax. |
| Colissimo Collection Point |
Delivery to one of the 25,000 Colissimo collection points | from €06.90 including tax. Shipping within 04 to 07 working days (excluding Saturday/Sunday and public holidays). Upon receipt of the package at the selected collection point, the Customer is informed by SMS and e-mail. The Customer can then recover it within ten (10) days. After this period, the package will be returned to MADURA ONLINE. |
| Mondial Relay Relay Point |
Delivery to one of the 15,000 Mondial Relay relay points | fixed price at €05.90 including tax. Shipping within 04 to 07 working days (excluding Saturday/Sunday and public holidays). Upon receipt of the package at the selected collection point, the Customer is informed by SMS and e-mail. The Customer can then recover it within eight (08) days. After this period, the package will be returned to MADURA ONLINE. |
Territories concerned : Only in France overseas, Europe, Switzerland and the United Kingdom
| Colissimo Europe |
Home delivery with signature | from €08.90 including tax Shipping costs vary depending on the weight of the package and the location of delivery. In order to have an estimate of delivery rates, please consult the relative table on our page Delivery and Return. |
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MEDIUM / LARGE PRODUCTS:
Territories concerned :Only in mainland France, Corsica, Monaco, Belgium, Luxembourg
Colissimo Home Products whose width L+W+H is between 150 and 199 cm.
This delivery concerns Products of type: 150 and 180 cm rod, small rug, small coffee and side table, small pouf, large blind.
Home delivery with signature | from €14.90 including tax.
Shipping within 02 to 05 working days (excluding Saturday/Sunday and public holidays).Home delivery by
private carrier
Products whose development (L+l+H) is between 200 and 300 cm.
This delivery concerns Products of type: 200 and 250 cm rod, large rug.
Home delivery with signature | from €29.90 including tax.
Shipping within seven (07) working days (excluding Saturday/Sunday and public holidays).
Territories concerned : Only in France overseas, Europe, Switzerland and the United Kingdom
Colissimo Europe
Product whose development L+W+H is between 150 and 199 cm | Home delivery with signature | from €08.90 including tax.
Shipping costs vary depending on the weight of the package and the location of delivery.
To obtain an estimate of delivery rates, please consult the relative table on our Delivery and Returns page.
Important: Products whose height is greater than 199 cm are only shipped to mainland France, Corsica, Monaco, Belgium and Luxembourg.
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VOLUMINOUS PRODUCTS:
Territories concerned :Only in mainland France, Corsica, Monaco, Belgium, Luxembourg
Home delivery by private carrier - Classic
Home delivery by appointment, to the doorstep on the ground floor, without taking back the packaging.
Armchair, 140 and 160 cm headboard, coffee table, large ottoman: 60€ incl. VAT
2-seater sofa, 200 cm headboard: 80€ incl. VAT
Dispatch within seven (07) working days (excluding Saturday/Sunday and public holidays) when the Products are available in stock. For pre-order, Products are shipped from the date indicated on the selected Product sheet.Home delivery by private carrier - Premium Home delivery by appointment, installation in the room of your choice (up to the 5th floor) and collection of packaging.
Armchairs, 140 and 160 cm headboards, coffee tables, large poufs: 75€ incl. VAT
2-seater sofa, 200 cm headboard: 100€ incl. VAT
3-seater sofas: 120€ incl. VAT
Dispatch within seven (07) working days (excluding Saturday/Sunday and public holidays) when the Products are in stock. For pre-order, Products are shipped from the date indicated on the selected Product sheet.
Important:
The Customer must inform Customer Service in advance of any delivery constraints (narrowness of the stairwell, door, etc.): eshop@madura.fr.
In cases requiring passage through a window, the Customer will have to bear the additional cost linked to the difficulties encountered from the foot of the building inside their home (in particular the rental of a furniture lift). As an indication, this service represents an additional cost of €170.
6.3. Customs fees
Any customs fees are the responsibility of the Customer and are added to the delivery costs.
6.4. Delivery times
The Products ordered will be delivered accompanied by a delivery note by a service provider specializing in delivery, a partner of MADURA ONLINE.
The shipping times communicated are given as an indication based on the availability of the selected product and the average processing times observed. These deadlines may be extended, which is why an average deadline and a maximum deadline will be indicated.
MADURA ONLINE strives to deliver quickly, even during busier periods.
- Delivery times for small packages: excluding furniture and large items
MADURA ONLINE makes its best efforts to ensure that its Customers receive the Product(s) ordered as quickly as possible, but for this it depends on their good delivery from its service provider (currently, COLISSIMO).
MADURA ONLINE makes its best efforts to ensure that the Customer receives its Products as quickly as possible and within ten (10) working days for delivery to mainland France – time commonly observed in mainland France - twelve (12) working days for delivery to other destinations in Europe and undertakes in any event that the Product(s) will be delivered to the address communicated by the Customer:
- in Metropolitan France : at the latest within fifteen (15) days from the formalization of the purchase.
- in the European Union : at the latest within fifteen (15) days from the formalization of the purchase.
- Outside the European Union (Switzerland and United Kingdom only) : at the latest within 30 (thirty) days from the formalization of the purchase.
Any order placed on the Site from Monday to Thursday before 11 a.m. will be processed the same day. If the order is placed after 11 a.m., it will be processed the following day. Any order placed on Friday after 3 p.m., Saturday and Sunday will be processed the following Monday; it being specified that orders placed on a public holiday will be processed the following working day.
WARNING, deadlines may be exceptionally extended during periods of high activity (sales, madura days, black friday, etc.), as well as during school holidays.
In the event of exceeding the delivery time, not justified by a period of high activity or a case of force majeure (war, economic, social, health crisis, insurrection, administrative decision etc. non-exhaustive list), the Customer may request the resolution of the sale and obtain within a maximum period of 30 (thirty) days the reimbursement of the sums paid on the occasion of the sale.
- Delivery times for furniture (medium, large and bulky packages)
Delivery times for these Products vary depending on stock availability. For large furniture (sofas, armchairs, marble table), delivery times are provided as an indication, on a case-by-case basis depending on the Product concerned but cannot in any case exceed six (06) months.
The Customer Service will contact the Customer once the order has been formalized to provide further information.
In the event of exceeding delivery times, not justified by a case of force majeure (war, economic, social, health crisis, insurrection, administrative decision etc. non-exhaustive list), the Customer may request the resolution of the sale and obtain within a maximum period of 30 (thirty) days the reimbursement of the sums paid on the occasion of the sale. If the Customer has already received the Product he must return it to MADURA ONLINE.
Conditions for canceling the sale for non-compliance with delivery times:
The returned Product must:
- be returned in its original packaging
- with its label;
- with any accessories
- be in perfect resalable condition.
The Product must therefore not:
- not have been worn
- not be damaged
- not be transformed
- not be retouched
- not having been washed
- not have been used
If these conditions were not respected, MADURA ONLINE would reserve the right not to accept the resolution of the sale and the return of the Product.
These conditions are only valid for purchases and orders made on the Site to the exclusion of any other point of sale.
6.5. Recovery of the old furniture.
MADURA ONLINE will take back your old furniture (sofa, armchair, table, ottomans, headboard) free of charge for any purchase of a Product Madura new similar to the one recovered (i.e. of the same type, size/dimensions and weight equivalent to that delivered), with the one-for-one rule. To do this, the request must be sent to Customer Service through the dedicated contact form or at the address eshop@madura.fr.
The Product returned must be of the same nature and the same dimensions as the Product Madura new ordered. The Customer will be asked in advance for the precise dimensions of the furniture to be taken back.
The recovery takes place at the time of delivery of the new furniture and follows the delivery methods chosen:
- if the order was placed with the Premium delivery method in the room of your choice, then the furniture to be collected by the delivery people must be located in the same place as the place intended for delivery.
- Return can also be done physically, by appointment only, respecting the times and return location mentioned. No fees will be applied to the return if all the aforementioned conditions are met.
IMPORTANT : no return can be carried out when the Product(s) ordered is/are delivered by Colissimo or Chronopost, but simple actions to revalorize used items can be carried out, free of charge, by everyone, of which here are some examples.
Recycling recommendations
- All fabrics in the Products can be recycled:
either by placing them in a clothing container or by dropping them off at associations or integration companies wishing to recover fabrics such as, for example, the Association La Textilerie (Paris -75010); “la Refile” (Meudon); “Solidarity Fiber” or Provence “TLC” (Aix-en-Provence); etc. The “refashion.fr” website lists 45,000 collection points for used textiles, household linens and shoes.
- Small furniture
MADURA ONLINE does not take back small objects/small furniture. The Customer is invited to drop them off at local collection points, the list of which is accessible at the following link: Access our local collection points - ecomaison.
6.6. Eco-furniture:
MADURA is registered in the National Register of marketers of furniture items under number FR023375. This number guarantees the fact that MADURA, by adhering to Eco-Mobilier, is in compliance with the regulatory obligations incumbent upon it in application of the provisions of article L541-10-6 of the Environmental Code.
ARTICLE 7. E-BOOKING
7.1. E-reservation terms and conditions
The reservation is made in several stages:
has- the Site offers the Customer the store(s) closest to them that have the desired Product in their stock. The Customer selects his store from this list;
b- the Customer fills his reservation basket;
c- the Customer receives an email acknowledging receipt of their reservation from the selected store;
d- the Customer then receives from the selected store, a text message and an email validating their reservation indicating in particular the availability of the Product(s) reserved as well as the deadline for collection of the Product(s) from the store.
The sale is deemed complete at the time of receipt by the Customer of an email confirming availability of the Product(s) sent by the store.
Unless proven otherwise, the computer records of MADURA ONLINE and those of its service providers, kept in secure conditions, will constitute proof of all transactions made with the Customer. In accordance with regulations, MADURA ONLINE will archive reservation requests on a reliable medium. The Customer may have access to it by contacting the Customer Service from MADURA ONLINE. In all cases, the Customer is recommended to keep the email and/or text message confirming their reservation.
7.2. Shops affected by e-reservation
Products can only be reserved in stores MADURA located in mainland France expressly mentioned in the list of the e-reservation service. Opening hours can be consulted for information only on the Site.
The selected store undertakes, from the Customer's reservation request made on the Site, to take into account the Customer's request and to make its best efforts to respond within the period indicated as an indication during the reservation process and according to the store's opening hours and days (excluding sales periods and non-working public holidays, excluding Sundays).
The Customer is aware that this deadline may in particular not be respected in the event of difficulty relating to his reservation, preventing the latter from being taken into account by the store (for example in the case of a computer stock error).
7.3. Collection of e-reserved Products
Upon receipt of the confirmation email or SMS sent by the store, the Product(s) will be reserved during the reservation period mentioned in the confirmation SMS and/or email in the store selected by the Customer. The date and time limit for withdrawing the reservation will also be specified in this email and/or text message. The Customer will then be able to collect the Product(s) from the selected store while respecting its opening hours. In order to be able to collect their Product(s), the Customer must at least provide proof of their first and last name, or their reservation confirmation email/sms. An identity document may be requested for this purpose.
7.4. Availability of e-reserved Products
Offers are valid as long as they are displayed on the Site, except for special operations whose validity period is specified on the Site. The Customer is invited to check the availability of the Product on the information page of this Product. The availability of the Product in the stock of the selected store refers to the last known stock status of this store.
However, the stock of Products is not updated in real time on the Site, but only twice (02) times a day, so there may be a delay when placing an order.
Also, the availability of the Product(s) can only be given as an indication, the Product(s) may be sold between the time of reservation by the Customer and the validation of this reservation by the store. In the event of reservation of several Product(s), if one of the Products proves to be unavailable, the store will proceed to reserve all of the available Products. If desired, the Customer may also opt for the partial cancellation of their reservation (only for Products no longer in stock) or the total cancellation of their reservation, subject to informing the store in charge of said reservation in advance (by clicking on the “cancel” button in the emails received, or by using the telephone number indicated in the reservation confirmation email). In any case, a cancellation email will be sent to the Customer to confirm the cancellation of the order.
7.5. Payment for e-reserved Product(s)
Reserving the Product in the selected store does not imply online payment by the Customer. Payment is made in the store, upon collection of the goods, by any means of payment in force at the store and according to the stores' general conditions of sale.
ARTICLE 8: PRE-ORDER OF FURNITURE
Some Products are available for pre-order. Using pre-order implies full payment of the price of the Product at the time of the online pre-order.
Delivery times for pre-ordered Products are given as an indication, some Products being manufactured “to order”, but cannot in any event exceed six (06) months. In the event of force majeure, these delivery times may be extended (in particular in the event of difficulty in supplying raw materials, confinement of the city and/or country in which one or more supplier(s) is located, extension of delivery times of supplier(s), strikes, war(s), delivery difficulty, etc.). MADURA ONLINE will contact the Customer to keep them informed of any changes in delivery times for the pre-ordered Product.
ARTICLE 9. RECEIPT OF THE ORDER – COMPLAINTS – RETURNS
9.1.
The Customer is required to check the conformity of all Products received at the time of delivery. Any anomaly concerning this purchase and/or delivery such as:- damaged package (before deposit/before delivery to the buyer) – however MADURA ONLINE cannot be held responsible in the event that the package has been damaged by the Customer, a person, an animal or a piece of furniture in the Customer's care. In particular, MADURA ONLINE will not be responsible in the event of damage to the package by the Customer's pet. ;
- Missing product(s);
- Deteriorated product(s) (subject to proper maintenance/use) ;
- Product(s) not in conformity with the order,
must be notified within the legal period following receipt of the order.
This notification will be sent to the Customer Service from MADURA ONLINE either:
- By registered mail, by writing to the following address:
MADURA ONLINE – 4 rue Tronchet – 75008 Paris.
- By email to eshop@madura.fr
After the legal deadline, and unless there is a hidden defect, no complaints will be accepted, the Product(s) then being deemed compliant.
9.2. For any return of a Product presenting a defect,
the Customer must respect the following procedure:
a- The Customer must attach to their package the return form previously completed and printed using the return form accessible from the customer area - Section “My Orders". No returns will be accepted without said return slip duly completed.
b- The Products must be returned either in their original packaging, or in packaging protecting the Product against any deterioration, with their label and any accessories allowing their re-marketing, to the following address:
Madura/Logistics Warehouse
1 to 3 rue Ambroise Croizat
ZA Parisest
77183 Croissy Beaubourg
France
When non-compliance has been noted, the Customer will be offered either:
- the replacement of the Product(s) at the expense of MADURA ONLINE, or
- reimbursement of the price of the order (price of the Products and delivery costs) as well as the costs of returning the non-compliant Product, at the latest within thirty (30) days from the date of sending the notification of confirmation of non-conformity by the Customer Service.
In the event of a refund, the Customer will be reimbursed for all Products returned non-compliant.
Cash on delivery returns are not accepted. When receiving a non-compliant item, the postal return costs up to the price list (Colissimo delivery without registered mail) displayed by La Poste at 1er March of the current year will be refunded to the Customer. The Customer must send proof of the return costs incurred to the Customer Service by email. In the event of abnormal or abusive complaints, the Customer may be refused a subsequent order.
9.3. For any complaint relating to a missing Product,
the Customer must respect the following procedure:
a- The Customer must write to Customer Service MADURA ONLINE at the following address eshop@madura.fr and explain the situation to him precisely.
A check will then be made with the Delivery Service MADURA ONLINE and the selected service provider in order to ensure the number and weight of the package(s) delivered.
In the event of an error or anomaly observed attributable to the MADURA ONLINE delivery service (error in package weight, for example), the Customer may either obtain delivery of the missing Product or cancel the sale.
In the absence of an error or anomaly attributable to the MADURA ONLINE delivery service, the missing Product will be presumed to have been stolen.
b – The Customer will be invited to file a complaint for theft at a police station and send it to the Customer Service MADURA ONLINE the copy of his criminal complaint accompanied by a sworn statement (following the CERFA model accessible at the following address: https://www.formulaires.service-public.fr/gf/cerfa_11527.do), a copy of their identity document as well as their order form so that the Customer Service and the Legal department MADURA ONLINE can come closer to assess the follow-up to be given to this complaint.
These elements will be sent by the Customer:
- By registered mail, by writing to the following address:
MADURA ONLINE – 8 rue Tronchet – 75008 Paris.
- Or by email to eshop@madura.fr
MADURA ONLINE reserves the right not to respond to insincere or fanciful complaints and to initiate any legal procedure(s) in the event of a false statement.
ARTICLE 10. RIGHT OF WITHDRAWAL
The Customer has a period of fourteen (14) days from the date of receipt of his order to return the Products ordered, without justification or penalty.
For all returns, the procedure below must be followed:
- A. If the order was delivered to home by post (Colissimo or Chronopost) or at collection points (Mondial Relay / Colissimo) the return is made by deposit at a Mondial Relay collection point by following the procedure through this link: https://app.fastoche.co/app?shop=madura
All our items with the exception of bulky Products whose developed L+l+h < 150 cm and weight < 30 kg can be returned free of charge from mainland France within the aforementioned withdrawal period. For any order placed outside mainland France, the return and associated costs are the responsibility of the Customer.
- For any purchase made online, no returns can be made to physical points of sale. Madura.
- Shipping costs paid by the Customer at the time of their order are refunded if the order is returned in its entirety, failing which in proportion to the delivery price of the Product. MADURA ONLINE is not required to reimburse additional delivery costs if the Customer has expressly chosen a more expensive delivery method than the standard delivery method offered.
- be returned in its original packaging
- with its label;
- with any accessories
- be in perfect resalable condition.
The Product must therefore not:
- not have been worn
- not be damaged
- not be transformed
- not have been retouched or personalized
- not having been washed
- not have been used
The Customer must attach to his package the return slip to be completed and printed in his Customer Area / My orders.
- Bulky product. For any order of a large and movable Product, return costs are the responsibility of the Customer. The return shipping rates are those applicable to the initial delivery costs. Return costs are due by the Customer, including in the exceptional case where the delivery costs of the Product to the address indicated by the Customer would have been free (unless exchanged within legal deadlines),
The Customer is invited to contact after-sales service (after-sales service) by telephone on 01 42 34 99 59 or by email: eshop@madura.fr to declare the return.
The Product(s) must be returned to the following address:
Madura/Logistics Warehouse
1 to 3 rue Ambroise Croizat
ZA Parisest
77183 Croissy Beaubourg
France
- The returned Product must:
- be returned in its original packaging
- with its label
- with any accessories
- be in perfect resalable condition
The Product must therefore not:
- not have been worn
- not be damaged
- not be transformed
- not have been retouched or personalized
- not having been washed
- not have been used
The Customer must attach to his package the return slip to be completed and printed in his Customer Area / My orders.
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The Customer is informed of the standard withdrawal model reproduced in article R221-1 of the Consumer Code.
WITHDRAWAL FORM MODEL For the attention of [the professional inserts his name, geographical address and email address here]: I hereby notify you of my withdrawal from the contract relating to the sale of the following Product:……………………………………………………………………………… Ordered on ………………………received on: ……………………………………………… Name of consumer(s): ………………………………………………………………….. Address of the consumer(s): ……………………………………………………….. Done on ……………. has …………………. Signature of the consumer(s): …………………………………………………….. |
If all of the aforementioned conditions were not respected, MADURA ONLINE would reserve the right not to accept the resolution of the sale and the return of the Product.
The reimbursement will then take place within a maximum period of fourteen (14) working days after receipt of notification of the exercise of the right of withdrawal (subject to compliance with all of the aforementioned conditions).
If these conditions are not respected, MADURA ONLINE reserves the right not to accept the return.
These conditions are only valid for people who have purchased on the Site. For any purchases made in Madura stores or on approved reseller sites, only the general conditions of these points of sale apply.
ARTICLE 11. PERSONAL DATA
MADURA ONLINE collects a certain amount of information necessary to process orders.
This data is not only necessary to process the Customer's order, but also to communicate to the Customer information about the "MADURA" brand on the Site or to enable them to benefit from commercial offers from the company MADURA ONLINE; if the Customer accepts it when confirming their order.
The information is strictly confidential and is indicated by an asterisk (*) when it is necessary for MADURA ONLINE, and/or its service providers as part of the management of the Customer's order.
The Customer can modify his personal contact details from his customer area by identifying yourself using your email address and password.
In order to respond to any injunction from legal authorities or to defend its rights or those of its employees, customers or any other person, MADURA ONLINE may communicate this data to legally authorized organizations and authorities.
MADURA ONLINE undertakes to make its best efforts to ensure the security of files, the protection of its computer system and in particular to prevent the Customer's personal information from being distorted, damaged or from unauthorized third parties having access to it.
The Customer's personal information is sent and stored by the Site host, whose contact details appear on the site under the heading “ Legal Notices ».
The site is declared to the National Commission for Information Technology and Liberties - CNIL under number 1351361.
In accordance with European regulations (GDPR) and French law, the Customer has the rights of access, rectification, deletion, erasure, rights to portability and opposition to processing or transmission to partners of data concerning you, which you can exercise by sending a letter to the following address: MADURA ONLINE - Customer Service 8 rue Tronchet, 75008 Paris, providing your contact details (last name, first name, address) and if possible, your order number.
You have the right to appeal to the CNIL.
MADURA ONLINE may communicate personal information to its commercial partners. The Customer may thus receive commercial offers from third-party advertisers. As such, unless opposed by the Customer, which can be exercised on the collection form and then at any time, their postal details may be communicated to MADURA ONLINE's commercial partners.
The email address provided may only be transmitted to MADURA ONLINE partners if the Customer has consented. The Customer in any case retains the possibility, at any time, to withdraw their consent or to oppose the communication or processing.
Other personal information may be collected and processed.
MADURA ONLINE is required to process personal data concerning you, necessary for the execution of the sales contract or the processing of your requests and rights or the satisfaction of a legal obligation, as well as useful data in the legitimate interest which is to better serve you, to ensure the commercial success of commercial offers and to diversify them, by allowing you to benefit from targeted and personalized advantages and advertising.
Some of your data can only be collected and processed with your express consent.
Users of the Site and Customers are invited to read the confidentiality and cookies charter on data protection.
Unsubscribing from receiving newsletters/mailings/promotional offers is possible at any time at the Customer's request by clicking on the hyperlink at the bottom of each message received or by sending a message to the following address eshop@madura.fr.
WEB tags
Certain web pages of the Site may contain electronic images or "web beacons", which make it possible to count the number of visitors to the page. These web beacons may be used with certain MADURA ONLINE partners, in particular to measure and improve the effectiveness of certain advertisements. In any case, the information obtained via these tags is strictly anonymous and simply makes it possible to gather statistics on the use of certain pages of the Site in order to better serve Customers.
ARTICLE 13. LIMITATION OF LIABILITY
13.1. Use of the internet network.
Placing an order on the Site implies knowledge and acceptance of the procedures in force on the Internet network, particularly with regard to technical performance, response times, connection times, queries or transfers of information, risks of outages, risks of contamination by viruses circulating on the network and in general all risks linked to the use of the Internet network. MADURA ONLINE cannot under any circumstances be held responsible for any direct or indirect damage resulting from misuse or incidents linked to the use of the computer, Internet access, maintenance or malfunction of the servers, the telephone line or any other technical connection, the Customer's connection to the Site being made under their entire responsibility.
13.2. Force majeure
MADURA ONLINE will not be responsible for the total or partial non-execution of its obligations under the order placed by the Customer, if this non-execution is caused by an event constituting a case of force majeure as defined by positive law (in particular in the event of difficulty in supplying raw materials, confinement of the city and/or country in which one or more supplier(s) are located, strikes, war(s), etc.).
In such a case, MADURA ONLINE will inform the Customer of the occurrence of such an event as soon as possible and when possible within three (03) clear days following its occurrence, by email.
After a period of one (01) month and in the event that the event constituting a case of force majeure persists, the order will be canceled and will, where applicable, be subject to a reimbursement from MADURA ONLINE on the bank card used to place the order within a maximum period of 30 (thirty) days.
13.3. Compliance with the conditions of use and maintenance of the Products
The act of purchase/placing an order on the Site implies the commitment to respect the conditions of maintenance and use of the Product purchased. The Product must only be used for the purpose for which it is intended and in accordance with the conditions and maintenance recommendations. MADURA ONLINE cannot be held responsible for any direct or indirect damage resulting from misuse and/or poor maintenance of a Product. The maintenance and use of each Product is the sole responsibility of the Customer.
Reminder of maintenance tips
Washing conditions
It is essential to respect the washing conditions recommended on the Product labels.
Generally speaking, washable natural fiber items should also be maintained with detergents without oxygenated bleach (on the reverse side when available) and at low temperatures. These precautions will prolong the colors of the Product.
IMPORTANT - The dimensions indicated on the Product labels may vary by 03%, it is essential to keep in mind that fabrics always shrink after the first wash. Please also note that the hems are in principle carried out after a first wash, respecting the washing and drying recommendations for the product concerned.
Color protection
In order to prolong the colors of natural fiber Products, it is recommended to place them away from any direct and prolonged source of light, natural or artificial, and heat.
Regularly change the location of the cushions when they are placed on a sofa or bed.
Line your curtain with a synthetic fiber lining to prevent fading of its colors and during periods of strong sunshine, close the shutters to protect yourself from UV rays as well as excessive heat.
Linings are strongly recommended for curtains and sheers made from natural materials such as linen, hemp, cotton, because these noble materials are also more delicate. The same goes for brightly colored curtains. Indeed, natural fibers and color pigments are sensitive to sunlight (composed of ultraviolet rays and in particular UVB and UVA).
While windows generally block UVB, they do not block UVA. The photochemical phenomenon of UVA is responsible for fading upholstery even through window panes.
A lining must be installed at the back of the curtain on a double support and a rod which must protrude 20 cm on either side of the window to avoid direct sunlight as much as possible.
It is also recommended to regularly swap the positioning of the curtains on the window. Curtains thus protected gain longevity.
It is also strongly recommended not to position furniture near a window or a heat source.
Another possibility is to have transparent protective films applied to your windows.
Flammable products
For safety reasons, carpets, curtains, cushions and more generally fabrics must be kept away from heat sources (fireplace, fire, candle, radiator).
ARTICLE 14. INTELLECTUAL PROPERTY
The intangible elements accessible on the Site (and in particular: images, drawing, model, photographs, video, graphics, graphic charter, logo, icons, sounds, databases, furniture, fabric, etc.) are subject to protection under intellectual property law and business law.
Any reproduction, representation, modification, publication, adaptation of all or part of the elements of the site, whatever the means or process used, is prohibited without prior written authorization.
Any unauthorized exploitation of any of the intangible elements it contains is likely to constitute an infringement punishable by the provisions of the Intellectual Property Code.
ARTICLE 15. NON WAIVER
The fact of not availing yourself at a given time of any of the present provisions of the General Terms and Conditions cannot be interpreted as a waiver by MADURA ONLINE to subsequently avail itself of any of the said conditions.
ARTICLE 16. APPLICABLE LAW / DISPUTE
If any of the terms of these General Conditions of Sale and Use (CGVU) were found to be null, illegal or unenforceable by court decision, the other provisions would remain in force.
The General Conditions of Sale and Use (CGVU) are executed and interpreted in accordance with French law.
In the event of a dispute and in the absence of agreement, the Customer may, if he wishes, request mediation. MADURA ONLINE is registered with the Consumer Mediation Center of Justice Conciliators (CM2C) – 14 rue Saint-Jean – 75017 Paris consumer mediator.
In the event of disputes, the Customer should first contact the company MADURA ONLINE to obtain an amicable solution and in the absence of an agreement, the courts of common law will have sole jurisdiction, within the jurisdiction of the Court of Appeal of Paris (France).